Job Description

We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services. Customer Support Specialist responsibilities include recording and resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with helpdesk software. You also communicate with internal teams in order to represent the voice of the customer and help guide features and improvement developments. Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

Responsibilities

• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Identify customer needs and help customers use specific features
• Perform remote actions in order to resolve customer facing issues
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with customers
• Monitor customer complaints on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our Product, Sales and Marketing teams
• Assist in training junior Customer Support Representatives

• Diploma, degree, or equivalent.
• Comfortable using computers and various commercial and custom applications
• Experience with Jira, MySQL is a plus
• Minimum 2 years experience for Customer Service Support